Remote assistance for a computing device from a trusted device

Abstract

Systems and methods for providing context-specific support from trusted contacts are provided. A software application residing on the computing device may be associated with a trusted contact for providing remote support to the user. When such a trusted contact exists, a “Help” button is displayed on the computing device when the software application is in use. The user may select that button to cause the computing device to automatically contact the trusted contact and establish a screen sharing communication session with a computing device associated with the trusted contact.

What is claimed is: 
     
       1. A computer-implemented method of providing support to a user at a mobile user computing device, the method comprising:
 executing a navigation application on the mobile user computing device to provide directions to a destination address; 
 initiating a voice call to a first trusted contact associated with a first remote computing device; 
 determining by the mobile user computing device that the first trusted contact has access privileges to the mobile user computing device; 
 displaying a graphical control on a phone interface screen displayed on a display of the mobile user computing device during the voice call, the graphical control effective to initiate a communication session over a wireless computer network between the user computing device and the first remote computing device associated with the first trusted contact, wherein the graphical control is displayed in response to the determination that the first trusted contact has access privileges to the mobile user computing device; 
 receiving at the user computing device a user input indicating selection of the graphical control; and 
 conducting the communication session over the wireless computer network between the user computing device and the first remote computing device. 
 
     
     
       2. The method of  claim 1 , further comprising:
 determining that the first remote computing device has a communications application with capability to conduct the communication session with the user computing device; and 
 wherein the conducting the communication session between the user computing device and the first remote computing device comprises establishing a connection between the user computing device and the communications application of the first remote computing device. 
 
     
     
       3. The method of  claim 1 , wherein the conducting the communication session comprises:
 sending data representing user interface (UI) content of the navigation application to the first remote computing device; 
 receiving at the user computing device from the first remote computing device control input data corresponding to a new destination address; and 
 executing the navigation application on the user computing device to provide directions to the new destination address. 
 
     
     
       4. A computer-implemented method of providing support to a user at a user computing device, the method comprising:
 initiating a voice call to a first contact profile associated with a first remote computing device; 
 determining by the user computing device that the first contact profile has access privileges to the user computing device; 
 displaying a graphical control during the voice call, the graphical control effective to initiate a communication session over a wireless computer network between the user computing device and the first remote computing device, wherein the graphical control is displayed in response to the determination that the first contact profile has access privileges to the user computing device; 
 receiving at the user computing device over the wireless computer network a user input indicating selection of the graphical control; 
 displaying user interface (UI) content on a display of the user computing device; 
 sending UI data representing at least a portion of the UI content displayed on the display of the user computing device to the first remote computing device over the wireless computer network, wherein the first remote computing device is effective to display the UI data; 
 receiving, at the user computing device from the first remote computing device over the wireless computer network, control input data; and 
 executing, by the user computing device, control inputs associated with the control input data. 
 
     
     
       5. The method of  claim 4 , further comprising:
 determining that the first remote computing device has capability to conduct the communication session with the user computing device; and 
 further comprising establishing a connection over the wireless computer network between the user computing device and a communications application of the first remote computing device. 
 
     
     
       6. The method of  claim 4 , further comprising determining that the first contact profile has access privileges to a navigation application of the user computing device, wherein the displaying the graphical control comprises displaying a button for initiating the communication session after determining that the first contact profile has access privileges to the navigation application. 
     
     
       7. The method of  claim 4 , further comprising:
 prohibiting the first remote computing device from accessing one or more applications on the user computing device according to the access privileges of the first contact profile. 
 
     
     
       8. The method of  claim 4 , further comprising:
 receiving at the user computing device from the first remote computing device a voice command; and 
 executing the voice command in the user computing device. 
 
     
     
       9. The method of  claim 4 , further comprising:
 identifying a second contact profile that has access privileges to the user computing device and is different that the first contact profile; 
 displaying a second graphical control for initiating a second communication session between the user computing device and a second remote computing device; 
 receiving at the user computing device a second user input indicating selection of the second graphical control; and 
 establishing the second communication session between the user computing device and the second remote computing device. 
 
     
     
       10. The method of  claim 4 , further comprising:
 executing a software application on the user computing device; 
 determining that there are no contact profiles associated with the software application; and 
 displaying a second graphical control for initiating a second communication session between the user computing device and a predetermined support service. 
 
     
     
       11. The method of  claim 4 , wherein the receiving at the user computing device the user input indicating selection of the graphical control comprises receiving a voice command at the user computing device instructing the user computing device to initiate the communication session with the first remote computing device. 
     
     
       12. The method of  claim 4 , further comprising initiating a video call to the first remote computing device associated with the first contact profile. 
     
     
       13. The method of  claim 4 , further comprising:
 executing a shopping application on the user computing device; and 
 determining a second contact profile identified as a trusted contact for the shopping application, wherein the second contact profile is associated with a second remote computing device. 
 
     
     
       14. The method of  claim 13 , further comprising:
 receiving control input data from the second remote computing device, the control input data corresponding to selection of an item to purchase in the shopping application; and 
 executing the shopping application on the user computing device to purchase the item. 
 
     
     
       15. The method of  claim 13 , further comprising:
 determining that the first remote computing device has capability to conduct the communication session with the user computing device. 
 
     
     
       16. The method of  claim 13 , further comprising:
 determining that the first remote computing device has a communications application with capability to conduct the communication session with the user computing device. 
 
     
     
       17. The method of  claim 4 , further comprising:
 determining a plurality of contact profiles with access privileges to the user computing device; 
 displaying the graphical control for initiating the communication session between the user computing device and a plurality of remote computing devices associated with the plurality of contact profiles; and 
 sending UI data to the plurality of remote computing devices. 
 
     
     
       18. The method of  claim 4 , further comprising receiving, at the user computing device from the first remote computing device, control input data generated by the first remote computing device based on user interaction with the UI data sent to the first remote computing device. 
     
     
       19. The method of  claim 4 , further comprising:
 executing, by the user computing device, a navigation application, wherein the UI data comprises data representing a map, and the control input data is a new destination address command generated by the first remote computing device based on user interaction with the UI data and executable by the user computing device; and 
 executing the control input data on the user computing device to provide directions to a new destination address associated with the new destination address command. 
 
     
     
       20. The method of  claim 4 , further comprising:
 receiving at the user computing device from the first remote computing device graphical image data; and 
 displaying by the user computing device on the display the graphical image data in an at least partially transparent support content layer overlaying the UI content. 
 
     
     
       21. The method of  claim 4 , wherein user computing device is a mobile user device and the access privileges allow access to data stored on the user computing device and allow for control inputs to be sent to the user computing device for execution by the user computing device.